Senior Passenger Services Officer (Fixed Term 6 Months)

PRINCIPAL RESPONSIBILITIES:

Key Tasks

Flight Preparation:

• Ensure all computers, passenger & baggage scales are working correctly;
• Ensure the tannoy system to test working correctly;
• Ensure Vantage is working correctly (or preparation for a manual check in);
• Ensure overhead display screen is working and tested regularly.

Passengers Check-in:

• Ensure correct overhead presentation is displayed;
• Open Check-in and make announcements in a timely manner;
• Check each helicopter flight is linked correctly within each fixed wing (if applicable);
• Add freight on to each helicopter flight within the fixed wing, or on helicopter direct if required;
• Ensure each passenger has the required documentation to travel (passport, Vantage card, certificates – if required). If not, informing client ASAP (passport & certificates only) and completing documented procedure to determine if passenger can travel;
• Asking the relevant questions while checking passengers in – Carrying a mobile phone, medication, spare lithium batteries, PEDs (personal electronic devices – iPad, laptop, kindle etc.);
• Directing passengers to read the Security Information Notice at the check in desk;
• Using client policies correctly;
• Completing the required annotations on Vantage correctly e.g. PEDs, Medication;
• Undertaking secondary checks to ensure correct Pax/baggage weights/numbers and resolving any anomalies;
• Completing checks for medication that is declared at security or check in or if medication is found and escalating any anomalies;
• Completing secondary medication box check if appropriate;
• Closing a flight and distributing all relevant paperwork;
• Calling the client to advise of any issues or flight closure;
• Calling the flight crew with figures;
• Completing validation of bags & freight with freight team member;
• Completing the LIRF correctly (FW);
• Completing required Checklist correctly.

Flight Departure:

• Calling flights to departures in a timely manner;
• Ensuring all passengers are in the correct briefing lounge and travelling to the correct destination;
• Ensuring the correct safety DVD being shown to passengers and observe they are paying attention;
• Ensuring mobile phone policy is adhered to;
• Liaise with Survitec regarding suiting, any suit changes and their briefing in a timely manner;
• Liaise with the crew with the estimate boarding times and immediate notification of any causes delaying the process in a timely manner;
• Ensure passengers are informed of any delay and not left unattended for a period exceeding 15 minutes;
• Completing the final brief and preparing passengers for transit, ie XBR loading requirements/ checks of ear plug and loose articles (see below).

Passenger Safety Brief:

• Competently and clearly giving passengers a final verbal brief before disembarking the lounge – ensuring all passengers are advised of the flight routing, potential safety risks (carrying loose items – hats, papers, bottles etc), requirement for ear protection, aircraft weight restrictions (COG & stair limitations – one passenger on the steps at one time) and the importance of fastening the seatbelts correctly once onboard;
• Providing details of XBR seating to XBR passengers and ensuring they board first;
• Completing checks for loose articles and any non compliances prior to departing lounge;
• Ensuring assistance is given to passengers if/when required before, during & after boarding;
• Understanding hand signals to be exchanged when approaching / leaving an aircraft;
• Opening and closing aircraft doors.

Managing Delays:

• Clearly informing passengers of delays/status updates – not exceeding 30min interval;
• Liaising with clients regarding feeding of passengers and cancellations;
• Issuing passenger meal vouchers during delays;
• Updating display screens as required;
• Handling flights that are returning to base (RTB).

Freight and Dangerous Goods:

• Completion of 3-day Dangerous Goods by Air Training Course;
• Checking Dangerous goods freight packages and appropriate paperwork is correct before accepting the freight for transportation;
• Liaising with freight forwarders and discussing any potential issues and rejecting any freight that is not safe to be transported;
• Competent in booking on freight from freight register or adding freight on manually to flights;
• Ensuring all freight manifest numbers match with the freight item delivered and all freight paperwork is correct;
• Ensuring that all spare lithium batteries are correctly packed and put into a lipo bag for safe transportation to the correct destination.

All applicants must be currently eligible to work and live in the UK.

Please note that due to the volume of applications we are unable to respond
individually to all applications. Candidates who have been successfully shortlisted for interview will be contacted directly. We would like to thank all applicants for the time and effort taken in applying.